108 Best director Jobs in Puerto Real (July 2026)

WFM Manager

18 hours ago

San Fernando

ppMCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. /p pAt MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. /p h3Workforce Management (WFM) Manager /h3 pWe are seeking a seasoned bWorkforce Management (WFM) Manager /b to oversee bforecasting /b, bcapacity planning /b, bscheduling /b, and breal-time operations /b across multiple client programs, including Chipotle, True Religion Jeans, and JL Beauty. This role demands bstrong analytical acumen /b, leadership, and cross-functional collaboration to ensure operational efficiency and consistent achievement of service level goals. /p h3Forecasting Capacity Planning /h3 ul liDevelop short- and long-term forecasts (daily, weekly, monthly) for assigned client programs. /li liCreate headcount and staffing models that account for attrition, absenteeism, and seasonal or ramp-up plans. /li liCollaborate with Recruitment and Operations to support proactive hiring and backfill strategies. /li liMaintain a rolling 90-day forecast accuracy tracker and present insights to the Director of Operations and U.S. WFM partners. /li /ul h3Scheduling Real-Time Management /h3 ul liLead the creation and optimization of agent schedules based on forecasted volumes across voice, chat, and email channels. /li liMonitor real-time adherence (RTA) to ensure service level and productivity targets are met. /li liUse live dashboards to identify performance gaps and implement adjustments such as RDOT, OT, or VTO. /li liCoordinate with Team Leads, SOMs, and HR to validate attendance and ensure login compliance for both onsite and remote agents. /li liEscalate coverage or performance risks to leadership and client WFM teams as needed. /li /ul h3Analytics Reporting /h3 ul liProduce daily, weekly, and monthly reports on key WFM metrics including Service Levels, AHT, Occupancy, Shrinkage, and Utilization. /li liConduct variance, trend, and root cause analyses to identify operational gaps and improvement opportunities. /li liCreate actionable data visualizations using Power BI or Excel for internal and client-facing reviews. /li liCollaborate with Operations and Finance to deliver productivity and efficiency reports by site, team, and shift. /li liTrack attendance, leave patterns, and tardiness to support strategic planning. /li /ul h3Leadership Collaboration /h3 ul liManage and mentor WFM team members including Schedulers, RTA Analysts, and Forecasters. /li liAlign methodologies and reporting standards with U.S.-based WFM and client teams. /li liPartner with HR and Recruitment to validate staffing rosters and resolve discrepancies. /li liParticipate in daily stand-ups and weekly operations meetings to provide data-driven insights and recommendations. /li /ul h3Onsite Compliance Oversight /h3 ul liMaintain a presence on the production floor to verify attendance, support during outages, and provide real-time assistance. /li liEnsure system uptime, login compliance, and shift adherence in coordination with IT and Operations. /li liSupport contingency and disaster recovery efforts during weather or connectivity disruptions. /li liManage onsite vs. remote agent ratios to maintain SLA and productivity balance. /li /ul h3Process Improvement /h3 ul liIdentify and lead initiatives to automate or standardize WFM processes. /li liEnhance forecast accuracy through improved data integrity and integration of new data sources. /li liRecommend and implement tools that improve workforce visibility, such as live adherence dashboards and Power BI integrations. /li /ul h3WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? /h3 pAll positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities: /p ul liBachelor's degree in Operations Management or equivalent combination of Training and Experience /li li5 years' experience in workforce planning preferably in a BPO or multi-client environment /li liDemonstrated success in forecasting, scheduling, and real-time management. /li liAdvanced proficiency in Microsoft Excel (Pivot Tables, Power Query, advanced formulas). /li liExperience with Power BI or Tableau for analytics and reporting. /li liFamiliarity with platforms like Zendesk, ServiceNow, and WFM systems such as Verint, NICE, or Genesys is a plus. /li liStrong analytical thinking, communication, and leadership abilities. /li liMust be based onsite in Pampanga. /li liWilling to work flexible hours aligned with U.S. client schedules. /li /ul h3WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? /h3 pAt MCI, your hard work deserves recognition and rewards. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. /p h3What You Can Expect from MCI /h3 ul liHMO Coverage plus a dependent /li liDental Coverage /li liIn-house dental assistance worth ₱5,000, giving you easier access to quality care /li liFree meal during training /li liCareer growth and learning /li liAllowances for rice, clothing, laundry and meals /li liPerformance and loyalty bonuses /li liFrequent disinfection, fogging of workplace /li liOpportunities for growth and promotion /li liEmployee shuttle services /li liCompany retreats and off-site events /li liSharpen your social skills while meeting awesome people and making new friends /li liPlus, more in-office rewards, raffles, recognition gifts, and treats! /li /ul h3Compensation Benefits That Fit Your Life /h3 pMCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued. /p h3Job Requirements /h3 pThis job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds. /p h3Additional Eligibility Background Checks /h3 ul liMust be authorized to work in the country where the job is based. /li liMust be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. /li liMust be willing to submit to drug screening. Job offers are contingent on drug screening results. /li /ul h3Equal Opportunity /h3 pConsistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. /p pAt MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment. /p pMCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. /p pMCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. /p /p #J-18808-Ljbffr

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